Retrieving a voice print of a caller

ABSTRACT

A processor-implemented method, system, and/or computer program product retrieves a voice print of a caller to a call network. A processor generates a first voice print, a second voice print, and a third voice print of a caller who makes a call to a call network. The first voice print, the second voice print, and the third voice print are consolidated into a consolidated voice print. In response to a request for a particular voice print, the requested voice print is selectively retrieved from first voice print, the second voice print, and the third voice print in the consolidated voice print, and then sent to the requester.

The present application is a continuation of U.S. patent applicationSer. No. 12/582,387 (Atty. Docket No. END920090026US1), filed on Oct.20, 2009, and entitled, “Correlating Call Log Files Using Voice Prints,”which is incorporated herein by reference.

BACKGROUND

The present disclosure relates to the field of telecommunications, andspecifically to the management of calls to call networks. Still moreparticularly, the present disclosure relates to logging and storing logfiles related to calls made to call networks.

SUMMARY

According to one embodiment of the present invention, aprocessor-implemented method, system, and/or computer program productretrieves a voice print of a caller to a call network. A processorgenerates a first voice print, a second voice print, and a third voiceprint of a caller who makes a call to a call network. The first voiceprint is generated by a telecom router switch in the call network, thesecond voice print is generated by a telecom software system in the callnetwork, and the third voice print is generated by a contact centeragent in the call network. The first voice print, the second voiceprint, and the third voice print are consolidated into a consolidatedvoice print that comprises an original version of the first voice print,the second voice print, and the third voice print. A request for arequested voice print of the caller is received. The request includes atime of the call, a phone number of the caller, and/or a name of thecaller. The processor retrieves the requested voice print from firstvoice print, the second voice print, and the third voice print in theconsolidated voice print, and sends it to the requester.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

FIG. 1 depicts an exemplary computer in which all or some elements ofthe present disclosure may be implemented;

FIG. 2 illustrates prior-art steps taken to log a call into atelecommunication network;

FIG. 3 depicts appending a caller's voice print to a call's log file inthe telecommunication network in order to create a single correlated logfile for the call;

FIG. 4 illustrates a system manager utilizing the single correlated logfile when requesting information about the call; and

FIG. 5 is a high-level flow-chart of exemplary steps taken to utilize acaller's voice print to identify and correlate calling log data for acall to a network.

DETAILED DESCRIPTION

As will be appreciated by one skilled in the art, aspects of the presentinvention may be embodied as a system, method or computer programproduct. Accordingly, aspects of the present invention may take the formof an entirely hardware embodiment, an entirely software embodiment(including firmware, resident software, micro-code, etc.) or anembodiment combining software and hardware aspects that may allgenerally be referred to herein as a “circuit,” “module” or “system.”Furthermore, aspects of the present invention may take the form of acomputer program product embodied in one or more computer readablemedium(s) having computer readable program code embodied thereon.

Any combination of one or more computer readable medium(s) may beutilized. The computer readable medium may be a computer readable signalmedium or a computer readable storage medium. A computer readablestorage medium may be, for example, but not limited to, an electronic,magnetic, optical, electromagnetic, infrared, or semiconductor system,apparatus, or device, or any suitable combination of the foregoing. Morespecific examples (a non-exhaustive list) of the computer readablestorage medium would include the following: an electrical connectionhaving one or more wires, a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), an optical fiber,a portable compact disc read-only memory (CD-ROM), an optical storagedevice, a magnetic storage device, or any suitable combination of theforegoing. In the context of this document, a computer readable storagemedium may be any tangible medium that can contain, or store a programfor use by or in connection with an instruction execution system,apparatus, or device.

A computer readable signal medium may include a propagated data signalwith computer readable program code embodied therein, for example, inbaseband or as part of a carrier wave. Such a propagated signal may takeany of a variety of forms, including, but not limited to,electro-magnetic, optical, or any suitable combination thereof. Acomputer readable signal medium may be any computer readable medium thatis not a computer readable storage medium and that can communicate,propagate, or transport a program for use by or in connection with aninstruction execution system, apparatus, or device.

Program code embodied on a computer readable medium may be transmittedusing any appropriate medium, including, but not limited to, wireless,wireline, optical fiber cable, RF, etc., or any suitable combination ofthe foregoing.

Computer program code for carrying out operations for aspects of thepresent invention may be written in any combination of one or moreprogramming languages, including an object oriented programming languagesuch as Java, Smalltalk, C++ or the like and conventional proceduralprogramming languages, such as the “C” programming language or similarprogramming languages. The program code may execute entirely on theuser's computer, partly on the user's computer, as a stand-alonesoftware package, partly on the user's computer and partly on a remotecomputer or entirely on the remote computer or server. In the latterscenario, the remote computer may be connected to the user's computerthrough any type of network, including a local area network (LAN) or awide area network (WAN), or the connection may be made to an externalcomputer (for example, through the Internet using an Internet ServiceProvider).

Aspects of the present invention are described below with reference toflowchart illustrations and/or block diagrams of methods, apparatus(systems) and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer program instructions. These computer program instructions maybe provided to a processor of a general purpose computer, specialpurpose computer, or other programmable data processing apparatus toproduce a machine, such that the instructions, which execute via theprocessor of the computer or other programmable data processingapparatus, create means for implementing the functions/acts specified inthe flowchart and/or block diagram block or blocks.

These computer program instructions may also be stored in a computerreadable medium that can direct a computer, other programmable dataprocessing apparatus, or other devices to function in a particularmanner, such that the instructions stored in the computer readablemedium produce an article of manufacture including instructions whichimplement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer,other programmable data processing apparatus, or other devices to causea series of operational steps to be performed on the computer, otherprogrammable apparatus or other devices to produce a computerimplemented process such that the instructions which execute on thecomputer or other programmable apparatus provide processes forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks.

With reference now to the figures, and in particular to FIG. 1, there isdepicted a block diagram of an exemplary computer 102, which may beutilized by the present invention. Note that some or all of theexemplary architecture, including both depicted hardware and software,shown for and within computer 102 may be utilized by software deployingserver 150 and/or caller system 152, as well as the telecom routerswitch 306, telecom software system 314, contact center agent 320, andsystem administrator 400 shown in FIG. 4.

Computer 102 includes a processor unit 104 that is coupled to a systembus 106. Processor unit 104 may utilize one or more processors, each ofwhich has one or more processor cores. A video adapter 108, whichdrives/supports a display 110, is also coupled to system bus 106. In oneembodiment, a switch 107 couples the video adapter 108 to the system bus106. Alternatively, the switch 107 may couple the video adapter 108 tothe display 110. In either embodiment, the switch 107 is a switch,preferably mechanical, that allows the display 110 to be coupled to thesystem bus 106, and thus to be functional only upon execution ofinstructions (e.g., voice print correlation and call routing programVPCCRP 148 described below) that support the processes described herein.

System bus 106 is coupled via a bus bridge 112 to an input/output (I/O)bus 114. An I/O interface 116 is coupled to I/O bus 114. I/O interface116 affords communication with various I/O devices, including a keyboard118, a mouse 120, a media tray 122 (which may include storage devicessuch as CD-ROM drives, multi-media interfaces, etc.), a printer 124, and(if a VHDL chip 137 is not utilized in a manner described below),external USB port(s) 126. While the format of the ports connected to I/Ointerface 116 may be any known to those skilled in the art of computerarchitecture, in a preferred embodiment some or all of these ports areuniversal serial bus (USB) ports.

As depicted, computer 102 is able to communicate with a softwaredeploying server 150 via network 128 using a network interface 130.Network 128 may be an external network such as the Internet, or aninternal network such as an Ethernet or a virtual private network (VPN).

A hard drive interface 132 is also coupled to system bus 106. Hard driveinterface 132 interfaces with a hard drive 134. In a preferredembodiment, hard drive 134 populates a system memory 136, which is alsocoupled to system bus 106. System memory is defined as a lowest level ofvolatile memory in computer 102. This volatile memory includesadditional higher levels of volatile memory (not shown), including, butnot limited to, cache memory, registers and buffers. Data that populatessystem memory 136 includes computer 102's operating system (OS) 138 andapplication programs 144.

OS 138 includes a shell 140, for providing transparent user access toresources such as application programs 144. Generally, shell 140 is aprogram that provides an interpreter and an interface between the userand the operating system. More specifically, shell 140 executes commandsthat are entered into a command line user interface or from a file.Thus, shell 140, also called a command processor, is generally thehighest level of the operating system software hierarchy and serves as acommand interpreter. The shell provides a system prompt, interpretscommands entered by keyboard, mouse, or other user input media, andsends the interpreted command(s) to the appropriate lower levels of theoperating system (e.g., a kernel 142) for processing. Note that whileshell 140 is a text-based, line-oriented user interface, the presentinvention will equally well support other user interface modes, such asgraphical, voice, gestural, etc.

As depicted, OS 138 also includes kernel 142, which includes lowerlevels of functionality for OS 138, including providing essentialservices required by other parts of OS 138 and application programs 144,including memory management, process and task management, diskmanagement, and mouse and keyboard management.

Application programs 144 include a renderer, shown in exemplary manneras a browser 146. Browser 146 includes program modules and instructionsenabling a world wide web (WWW) client (i.e., computer 102) to send andreceive network messages to the Internet using hypertext transferprotocol (HTTP) messaging, thus enabling communication with softwaredeploying server 150 and other described computer systems.

Application programs 144 in computer 102's system memory (as well assoftware deploying server 150's system memory) also include a voiceprint correlation and call routing program (VPCCRP) 148. VPCCRP 148includes code for implementing the processes described below, includingthose described in FIGS. 3-5. In one embodiment, computer 102 is able todownload VPCCRP 148 from software deploying server 150, including in anon-demand basis. Note further that, in one embodiment of the presentinvention, software deploying server 150 performs all of the functionsassociated with the present invention (including execution of VPCCRP148), thus freeing computer 102 from having to use its own internalcomputing resources to execute VPCCRP 148.

Also stored in system memory 136 is a VHDL (VHSIC hardware descriptionlanguage) program 139. VHDL is an exemplary design-entry language forfield programmable gate arrays (FPGAs), application specific integratedcircuits (ASICs), and other similar electronic devices. In oneembodiment, execution of instructions from VPCCRP 148 causes VHDLprogram 139 to configure VHDL chip 137, which may be an FPGA, ASIC, etc.

In another embodiment of the present invention, execution ofinstructions from VPCCRP 148 results in a utilization of VHDL program139 to program a VHDL emulation chip 151. VHDL emulation chip 151 mayincorporate a similar architecture as described above for VHDL chip 137.Once VPCCRP 148 and VHDL program 139 program VHDL emulation chip 151,VHDL emulation chip 151 performs, as hardware, some or all functionsdescribed by one or more executions of some or all of the instructionsfound in VPCCRP 148. That is, the VHDL emulation chip 151 is a hardwareemulation of some or all of the software instructions found in VPCCRP148. In one embodiment, VHDL emulation chip 151 is a programmable readonly memory (PROM) that, once burned in accordance with instructionsfrom VPCCRP 148 and VHDL program 139, is permanently transformed into anew circuitry that performs the functions needed to perform the processdescribed below in FIGS. 3-5.

The hardware elements depicted in computer 102 are not intended to beexhaustive, but rather are representative to highlight essentialcomponents required by the present invention. For instance, computer 102may include alternate memory storage devices such as magnetic cassettes,digital versatile disks (DVDs), Bernoulli cartridges, and the like.These and other variations are intended to be within the spirit andscope of the present invention.

With reference now to FIG. 2, a prior art telecommunication network 200is presented. Assume that a caller 202 has placed a call 204 to thetelecommunication network 200, which may be a contact center network, acall center network, or any other network designed to handle phone callsfrom multiple customers, clients, users, etc., and to direct them to aperson, software or other agent, in accordance with the nature of theircall. The call 204 is first received by a telecom router switch 206,which identifies the time and date of the call 204 while the call 204 isbeing handled by the telecommunication network 200. This information islogged into a log 208, and is then passed on to and stored in a centrallogging system 210 as a telecom router switch log file 212. The call 204is then passed on to a telecom software system 214, which may be aninteractive voice response (IVR) system or any other software systemdesigned to pass the call to the appropriate resource withintelecommunication network 200. Telecom software system 214 generates atelecom software system log file, which identifies the telephone numberof the caller 202. This telecom software system log file is stored in alocal log 216, and then passed on to and stored in the central loggingsystem 210 as a telecom software system log file 218. Finally, the call204 is passed on to a contact center agent 220, which is software and/ora person that identifies the name of the caller. The contact centeragent 220 stores this name information as a contact center agent logfile in a local log 222, and then passes it on for storage in thecentral logging system 210 as a contact center agent log file 224. Asdepicted, the telecom router switch log file 212, the telecom softwaresystem log file 218, and the contact center agent log file 224 are allseparate files with no common identifiers. Thus, there is no way to knowthat these three log files are for the same call 204.

With reference now to FIG. 3, an improved and novel telecommunicationnetwork 300 is depicted. Telecommunication network 300 may be a contactcenter network, a call center network, or any other network designed tohandle phone calls from multiple customers, clients, users, etc., and todirect them to a person, software or other agent, in accordance with thenature of their call. A call 304 from a caller 302 is first received bya telecom router switch 306, which identifies the time and date of thecall 304 while the call 304 is being handled by the telecommunicationnetwork 300. Within telecom router switch 306 is voice print logic,shown as a conversational biometric distributor and authenticator (CDBA)309 a. CDBA 309 a is able to take a voice print of caller 304. Thisvoice print can be created by prompting the caller to state his name,any baseline word or phrase, or any other word or phrase. This voiceprint is digitized into a numeric value and appended to the telecomrouter switch log file 212, which was described in FIG. 2, to generate acorrelated telecom router switch log file 330, which is stored in thelocal log 308 and then passed on to the central logging system 310.

The call 304 is then passed on to a telecom software system 314, whichmay be an interactive voice response (IVR) system or any other softwaresystem designed to pass the call to the appropriate resource withintelecommunication network 300. Telecom software system 314 generates atelecom software system log file, which identifies the telephone numberof the caller 302, and then appends the voice print, which was generatedearlier by telecom router switch 306, to generate a correlated telecomsoftware system log file 340. This correlated telecom software systemlog file 340 is stored in a local log 316, and is then passed on to andstored in the central logging system 310. Finally, the call 304 ispassed on to a contact center agent 320, which is software and/or aperson that identifies the name of the caller and stores this nameinformation along with the voice print in a local log 322 as acorrelated contact center agent log file 350. The contact center agent320 stores this correlated contact center agent log file 350 in a locallog 322, and then passes it on for storage in the central logging system310. The central logging system 310 utilizes the voice print found inall three log files to locate the consolidated files (330, 340, 350) inorder to generate a single correlated log file 311 for the call 304 thatcontains the information in these consolidated files (330, 340, 350).

Note that while the voice print is described as being generated by theCDBA 309 a in the telecom router switch 306, in one embodiment voiceprints can be generated by CDBA 309 b in telecom software system 314 andby CDBA 309 c in contact center agent 320. These multiple voice printsthus provide additional voice print data, which can be consolidated intoa single voice print by the central logging system 310. Thisconsolidated single voice print is able to identify the voice printsgenerated by all of the CDBAs 309 a-c, thus providing means foridentifying all of the three correlated call logs, while allowing eachof the three correlated call logs to maintain their own unique voiceprints.

With reference now to FIG. 4, assume that a user of a computer depictedas system administrator 400 desires to perform an analysis of callsreceived at the telecommunication network 300. The user of systemadministrator 400 needs only to know information about when the call 304was processed, the phone number of the caller 302, or the name of thecaller 302. By knowing any of these three items, the systemadministrator 400 is able to retrieve all three sets of data, since theyare now consolidated and correlated into the single correlated log file311. Thus, the system administrator 400 can send a request to retrievethe caller's call log (step 402) using any of the three data elements(caller's name, phone number, or date/time of call). In one embodiment,only the voice print is returned to the system administrator (step 404).The system administrator 400 can then use this voice print (voicesignature) to request all logs (step 406) that have this voice printappended to the log (as described above). The central logging system 310can then return the single correlated log file 311, as shown in step408.

With reference now to FIG. 5, a high-level flow chart of exemplary stepstaken to correlate log files in a call network is presented. Afterinitiator block 502, a call network (e.g., a contact center network)receives a call from a caller (block 504). A voice print of the calleris generated (block 506), and is appended to the telecom router switchlog file (to generate a correlated telecom router switch log file), thetelecom software system log file (to generate a correlated telecomsoftware system log file), and the contact center agent log file (togenerate a correlated contact center agent log file) as described above.These three voice print-augmented correlated log files are thenconsolidated into a single correlated log file for the call (block 508).The single correlated log file for the call is stored in a centrallogging system (block 510), which provides the single correlated logfile to any requester (block 512), such as a system auditor, a systemmanager, etc. The process ends at terminator block 514.

The flowchart and block diagrams in the figures illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods and computer program products according to variousembodiments of the present disclosure. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof code, which comprises one or more executable instructions forimplementing the specified logical function(s). It should also be notedthat, in some alternative implementations, the functions noted in theblock may occur out of the order noted in the figures. For example, twoblocks shown in succession may, in fact, be executed substantiallyconcurrently, or the blocks may sometimes be executed in the reverseorder, depending upon the functionality involved. It will also be notedthat each block of the block diagrams and/or flowchart illustration, andcombinations of blocks in the block diagrams and/or flowchartillustration, can be implemented by special purpose hardware-basedsystems that perform the specified functions or acts, or combinations ofspecial purpose hardware and computer instructions.

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the invention. Asused herein, the singular forms “a”, “an” and “the” are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprises”and/or “comprising,” when used in this specification, specify thepresence of stated features, integers, steps, operations, elements,and/or components, but do not preclude the presence or addition of oneor more other features, integers, steps, operations, elements,components, and/or groups thereof.

The corresponding structures, materials, acts, and equivalents of allmeans or step plus function elements in the claims below are intended toinclude any structure, material, or act for performing the function incombination with other claimed elements as specifically claimed. Thedescription of various embodiments of the present invention has beenpresented for purposes of illustration and description, but is notintended to be exhaustive or limited to the invention in the formdisclosed. Many modifications and variations will be apparent to thoseof ordinary skill in the art without departing from the scope and spiritof the invention. The embodiment was chosen and described in order tobest explain the principles of the invention and the practicalapplication, and to enable others of ordinary skill in the art tounderstand the invention for various embodiments with variousmodifications as are suited to the particular use contemplated.

Note further that any methods described in the present disclosure may beimplemented through the use of a VHDL (VHSIC Hardware DescriptionLanguage) program and a VHDL chip. VHDL is an exemplary design-entrylanguage for Field Programmable Gate Arrays (FPGAs), ApplicationSpecific Integrated Circuits (ASICs), and other similar electronicdevices. Thus, any software-implemented method described herein may beemulated by a hardware-based VHDL program, which is then applied to aVHDL chip, such as a FPGA.

Having thus described embodiments of the invention of the presentapplication in detail and by reference to illustrative embodimentsthereof, it will be apparent that modifications and variations arepossible without departing from the scope of the invention defined inthe appended claims.

1. A processor-implemented method of retrieving a voice print of acaller to a call network, the processor-implemented method comprising: aprocessor generating a first voice print, a second voice print, and athird voice print of a caller who makes a call to a call network,wherein the first voice print is generated by a telecom router switch inthe call network, wherein the second voice print is generated by atelecom software system in the call network, and wherein the third voiceprint is generated by a contact center agent in the call network; theprocessor consolidating the first voice print, the second voice print,and the third voice print into a consolidated voice print, wherein theconsolidated voice print comprises an original version of the firstvoice print, the second voice print, and the third voice print; theprocessor receiving, from a requester, a request for a requested voiceprint of the caller, wherein the request comprises at least one of agroup consisting of a time of the call, a phone number of the caller,and a name of the caller; the processor retrieving the requested voiceprint from the first voice print, the second voice print, and the thirdvoice print in the consolidated voice print; and the processortransmitting the requested voice print to the requester.
 2. Theprocessor-implemented method of claim 1, further comprising: the telecomrouter switch identifying a time and date of the call when the call washandled by the call network.
 3. The processor-implemented method ofclaim 1, further comprising: the telecom software system generating alog file that identifies the time of the call, the phone number of thecaller, and the name of the caller.
 4. The processor-implemented methodof claim 1, wherein the contact center agent is software executed on theprocessor, and wherein the processor-implemented method furthercomprises: the contact center agent identifying the name of the caller;and the contact center agent passing the name of the caller to a centrallogging system.
 5. The computer-implemented method of claim 1, whereinthe call network is a contact center network.
 6. A computer programproduct for retrieving a voice print of a caller to a call network, thecomputer program product comprising: a computer readable storage media;first program instructions to generate a first voice print, a secondvoice print, and a third voice print of a caller who makes a call to acall network, wherein the first voice print is generated by a telecomrouter switch in the call network, wherein the second voice print isgenerated by a telecom software system in the call network, and whereinthe third voice print is generated by a contact center agent in the callnetwork; second program instructions to consolidate the first voiceprint, the second voice print, and the third voice print into aconsolidated voice print, wherein the consolidated voice print comprisesan original version of the first voice print, the second voice print,and the third voice print; third program instructions to receive, from arequester, a request for a requested voice print of the caller, whereinthe request comprises at least one of a group consisting of a time ofthe call, a phone number of the caller, and a name of the caller; fourthprogram instructions to retrieve the requested voice print from theconsolidated voice print, wherein the requested voice print is one ofthe first voice print, the second voice print, and the third voiceprint; and fifth program instructions to transmit the requested voiceprint to the requester; and wherein the first, second, third, fourth,and fifth program instructions are stored on the computer readablestorage media.
 7. The computer program product of claim 6, furthercomprising: sixth program instructions to identify a time and date ofthe call while the call is being handled by the call network; andwherein the sixth program instructions are stored on the computerreadable storage media.
 8. The computer program product of claim 6,further comprising: sixth program instructions to generate a log filethat identifies the time of the call, the phone number of the caller,and the name of the caller; and wherein the sixth program instructionsare stored on the computer readable storage media.
 9. The computerprogram product of claim 6, wherein the contact center agent is softwareexecuted on a processor, and wherein the computer program productfurther comprises: sixth program instructions to identify the name ofthe caller; and seventh program instructions to pass the name of thecaller to a central logging system; and wherein the sixth and seventhprogram instructions are stored on the computer readable storage media.10. The computer program product of claim 6, wherein the call network isa contact center network.
 11. A computer system comprising: a processor,a computer readable memory, and a computer readable storage media; firstprogram instructions to generate a first voice print, a second voiceprint, and a third voice print of a caller who makes a call to a callnetwork, wherein the first voice print is generated by a telecom routerswitch in the call network, wherein the second voice print is generatedby a telecom software system in the call network, and wherein the thirdvoice print is generated by a contact center agent in the call network;second program instructions to consolidate the first voice print, thesecond voice print, and the third voice print into a consolidated voiceprint, wherein the consolidated voice print comprises an originalversion of the first voice print, the second voice print, and the thirdvoice print; third program instructions to receive, from a requester, arequest for a requested voice print of the caller, wherein the requestcomprises at least one of a group consisting of a time of the call, aphone number of the caller, and a name of the caller; fourth programinstructions to retrieve the requested voice print from the consolidatedvoice print, wherein the requested voice print is one of the first voiceprint, the second voice print, and the third voice print; and fifthprogram instructions to transmit the requested voice print to therequester; and wherein the first, second, third, fourth, and fifthprogram instructions are stored on the computer readable storage mediafor execution by the processor via the computer readable memory.
 12. Thecomputer system of claim 11, further comprising: sixth programinstructions to identify a time and date of the call while the call isbeing handled by the call network; and wherein the sixth programinstructions are stored on the computer readable storage media forexecution by the processor via the computer readable memory.
 13. Thecomputer system of claim 11, further comprising: sixth programinstructions to generate a log file that identifies the time of thecall, the phone number of the caller, and the name of the caller; andwherein the sixth program instructions are stored on the computerreadable storage media for execution by the processor via the computerreadable memory.
 14. The computer system of claim 11, wherein thecontact center agent is software executed on the processor, and whereinthe computer program product further comprises: sixth programinstructions to identify the name of the caller; and seventh programinstructions to pass the name of the caller to a central logging system;and wherein the sixth and seventh program instructions are stored on thecomputer readable storage media for execution by the processor via thecomputer readable memory.
 15. The computer system of claim 11, whereinthe call network is a contact center network.